What makes a client choose your Interior Design services over your competition?
Surprisingly, it’s not just your skills, your impressive portfolio, or even your polished website (though those definitely don’t hurt!). The real reason most clients pick you is because you made them feel seen and heard.
Let that sink in for a minute.
Yes, it really is that simple. People want to feel like they matter.
In fact, in a recent survey, 58% of people said they were willing to shell out extra cash if they knew they would receive great customer service.
Here’s the hard truth: you may be the best at what you do. But if your client experience is subpar, your business won’t flourish.
The good news is that you only have to implement a few strategies to really boost your client experience. As client experience experts, we’d recommend starting with these 5 steps:
Personalize Your Discovery Process
The initial Discovery Call can sometimes feel like a first date.
You’re a little unsure about the upcoming meeting, you’re anxiously hoping that this opportunity will work out, and you’re feeling a few first-meeting jitters.
And if you’re feeling this way, it’s likely that your potential client is also feeling this way.
Now think back to a great first date that you’ve had. What usually washed those nerves away? Most likely, the other person made you feel comfortable. They were personal, friendly, listened attentively, and cared about your needs.
They valued you and your time.
Yes, the same interactions can—and should—be applied to your Discovery Calls! Treat your potential clients like friends, not another business transaction.
It’s fairly basic, but you’d be surprised at how many business owners forget to make the other person feel special.
Here are some simple steps to start adding to your Discovery Calls:
- Tell them about yourself and invite them to do the same
- Listen to their vision
- Repeat their vision so they know you understood
- Offer tips or suggestions in a positive way
- If you choose to move forward, lay out your process so the client fully understands the next steps
- Show them that you’re excited to take on their project
Provide a Welcome Guide
Imagine booking an all-inclusive resort, but when you arrive, you’re quickly rushed off to your room. No welcoming champagne, no map of the resort grounds, no events itinerary, and no restaurant options categorized by cuisine. You’d feel lost, right?
The same can be said for your client experience. If you don’t provide a Welcome Guide, your clients are much more likely to question the process and feel out of the loop.
A Welcome Guide is a game changer for your business because it sets the tone for the entire client experience. A thoughtfully created guide outlines each phase of the design process—from initial consultations to final installations—helping clients feel informed and prepared and reducing any potential misunderstandings or confusion.
On top of all of that, a Welcome Guide elevates your business by showing your clients that you’re detailed and well-organized—two traits that every Interior Designer should have!
If you’d like to offer a Welcome Guide but don’t know where to start, head over to our Welcome Guide Template. Yes, all 15 pages have already been designed for you. All you need to do is add your personal touches.
Communicate Clearly and Often
Ever send an email to a business, just to hear crickets on the other end? It signals that you don’t matter and can quickly sour a relationship.
That’s why clearly communicating with your clients from start to finish is paramount. It keeps clients in the loop and shows them that you value the project and the relationship.
Clear communication really is the foundation of a strong client relationship.
Along with the Discovery call and Welcome Guide, Interior Designers should provide regular communication—including a kickoff meeting, progress updates, prompt email responses, and design presentations.
Here’s a tip: when you’re juggling so many moving pieces, we always suggest templatizing as much as you can. Friend, there is no need to reinvent the wheel…every. single. time.
Don’t have the time to create templates yourself? Then, reach out to someone who can. At Hannah Bowyer & Co., we offer email templates that you can easily plug and play for each client. It saves you time and allows you to nurture client relationships—on autopilot!
Create a Smooth Onboarding Process
If you implemented all the steps above, you’d be well on your way to a great client experience. However, there’s one piece to the puzzle that would be missing.
A Client Relationship Management (CRM) tool.
A CRM is your all-in-one hub for client details—everything from Discovery Calls and emails to project timelines. It’s the tool that keeps you organized, letting you focus more on designing and less on the backend tasks that slow you down.
At Hannah Bowyer & Co., we use Dubsado—a game-changer for us and our clients. Here are just a few of the ways you can use Dubsado:
- Automate your onboarding so you can quickly get clients through the process without hiccups.
- Use templates for contracts, forms, questionnaires, and proposals so you don’t have to waste time recreating them every time.
- Create automated workflows for repetitive tasks—like confirming emails and payment reminders—so you’re not wasting hours repeating the process.
- Manage your clients from one space so everything remains organized and communication flows seamlessly.
Yes, it does all of that and so much more…so don’t put it off. If you really want a brag-worthy client experience, a CRM is a must-have.
If you don’t have time to set up and manage Dubsado, we’d love to help. Learn more about our Dubsado support here.
Pay Attention to Detail
Imagine walking into a hotel, and at check-in, the receptionist not only greets you by name but also mentions they’ve arranged for the exact type of pillows you prefer—something you casually mentioned in a prior visit months ago.
This small, thoughtful gesture tells you that they paid attention, took note, and went the extra mile to make sure you’re comfortable and valued.
Now imagine giving your clients that same, personal experience.
Paying attention to detail is what sets an “okay” interior design business apart from an “exceptional” one. Here are a few ways to make your clients feel genuinely special:
- Meaningful Gestures: Learn their favorite colors, drinks, or interests, and surprise them with a thoughtful welcome or wrap-up gift that shows you care.
- Handwritten Notes: A simple note from the heart goes a long way, especially in our digital world.
- Celebrate Milestones: Whether it’s a birthday, anniversary, or the end of a project, take a moment to celebrate with them. Try sending a handwritten note with a $10 Starbucks gift card. It’s easy for you to do, but adds so much value on the other end.
- Stay Connected: After the project is over, check in. Offer ongoing support and show that you’re still invested in their experience.
These small touches go a long way in building lasting, positive relationships with clients.
Now It’s Your Turn
Ready to make your clients the star of the show? It’s an investment that you won’t regret.
However, some of these changes will take more heavy lifting than others. For example, writing email templates, creating a Welcome Guide, or implementing a CRM can take considerable time to set up.
If time is a barrier for you, consider grabbing our templates and outsourcing your CRM setup to Hannah Bowyer & Co. With our help, you can quickly transform your entire client experience and start getting the raving reviews your business deserves.
